Cisco's Liz Centoni Outlines Agentic AI Lessons From Redesigning Its Services Operations

Liz Centoni, Cisco's EVP and chief customer experience officer, leads a $15 billion services business of 20,000 employees covering professional services, technical support, customer success, and renewals. She is guiding Cisco's shift to an AI-native model across internal operations and customer delivery, using agentic AI alongside traditional AI and automation. Her governing principles include redesigning any workflow limited by human availability and treating leadership, not technology, as the main constraint.

Why it matters: IT service and support leaders can use a large vendor's account of redesigning support and renewal workflows around agentic AI as a practical reference for their own operating models.